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Job Description

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

Summary of Primary Job Responsibilities

Manages training programs and learning experiences for adult learners in a site. Hires, trains and supervises a staff of trainers. Develops/implements training programs for contact center personnel, which may include management development programs. Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness. Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources. Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers. Conducts the most complex training classes. Develops standards for monitoring agents/representatives. Ensures that feedback programs provide agents with guidance to correct problems. Conducts train-the-facilitator sessions to keep trainers effective.

Education

Education (if beyond High School or equivalent): Four-year college degree or equivalent directly related work experience.

Experience Target

3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment. Solid understanding of training processes and practices for adult learners

Knowledge/Skills/Abilities

Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems. Good judgment and the ability to express thoughts clearly and simply.

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers.
(Source: 10-K)